گسترش عملکرد کیفیت (QFD) با استفاده از مدل برنامه‌ریزی خطی فازی

نوع مقاله : مقاله علمی پژوهشی

نویسندگان

1 دانشجوی کارشناسی ارشد مدیریت صنعتی، دانشکدۀ مدیریت، دانشگاه تهران، تهران، ایران

2 دانشگاه تهراناستادیار مدیریت صنعتی، دانشکدۀ مدیریت، دانشگاه تهران، تهران، ایران

3 استادیار مدیریت صنعتی، دانشکدۀ مدیریت، دانشگاه تهران، تهران، ایران

چکیده

کیفیت محصولات و خدمات مهم­ترین جنبۀ رضایت مشتری است. گسترش عملکرد کیفی (QFD) به‎عنوان ابزار مهمی در ترجمۀ صدای مشتری و لحاظ‎کردن آن در اولویت­بندی الزامات فنی تولید به‎شمار می‎رود. سطح رضایت مشتریان در QFD به میزان برآورده‎شدن نیازهای آنها بستگی دارد. با توجه به محدودیت­های موجود، میزان برآورده‎شدن این نیازها متفاوت است. مقالۀ حاضر با هدف حداکثرکردن رضایت مشتریان براساس محدودیت­های موجود، از یک مدل برنامه‎ریزی خطی فازی استفاده کرده است. ابتدا از روش دلفی فازی نیازهای مشتریان اولویت‎بندی شدند، سپس با توجه به روابط موجود در QFD که هدف آنها در نهایت برآورده‎کردن نیازهای مشتریان است؛ مسئله به‎صورت یک مدل برنامه­ریزی خطی تبدیل می‎شود. در این تحقیق پس از توسعۀ مدل QFD، مدل پیشنهادی در قالب مطالعۀ موردی در صنعت ساختمان به‎کار می‎رود. پس از اجرای مدل، درصد اجرای بهینۀ هر یک از الزامات فنی تولید مشخص می­شود.

کلیدواژه‌ها


عنوان مقاله [English]

Quality Function Deployment by Using Fuzzy Linear Programming Model

نویسندگان [English]

  • Jalil Hasan Ghasemy 1
  • Aliyeh kazemi 2
  • Mahnaz Hoseinzadeh 3
1 MSc. Student of Industrial Management, University of Tehran, Tehran, Iran
2 Assistant Prof. in Industrial Management, University of Tehran, Tehran, Iran
3 Assistant Prof. in Industrial Management, University of Tehran, Tehran, Iran
چکیده [English]

Quality of products and services is considered as a key factor for customer satisfaction. Quality function deployment (QFD) is known as a critical tool for translating voice of customers to prioritize technical requirements of a production. The level of this satisfaction depends on the number of fulfilled requirements. It should be noted that this level varies according to the possible constraints. This paper aims to maximize customer satisfaction based on the possible limitations by using a fuzzy linear programming model. In this regard, customer requirements are prioritized by using fuzzy Delphi method and then the problem is changed to a linear programming model considering to the possible relationships in QFD. The proposed model is used as a case study for construction industry. After runnig the model, the percentage of optimal performance for each of the technical production requirements is defined.

کلیدواژه‌ها [English]

  • QFD
  • Fuzzy linear programming
  • Delphi fuzzy
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